Pradana, TomyFebri (2014) Analisa Kualitas Pelayanan Donor Darah Kota Malang Menggunakan Metode Kano Dan Servqual. Sarjana thesis, Universitas Brawijaya.
Abstract
Pada Suatu Organisasi Seperti Instansi Pemerintah Maupun Swasta, Kualitas Suatu Layanan Memegang Peranan Penting Dalam Menjamin Kepuasan Setiap Individu/Kelompok Yang Berinteraksi Langsung Dengan Layanan Tersebut. Pada Penelitian Ini, Analisa Kualitas Layanan Dilakukan Terhadap Layanan-Layanan Bagian Loket Donor Darah Yang Terdapat Pada PMI Kota Malang Untuk Mengetahui Status Kualitas Dan Tingkat Kepentiangan Tiap Layanan Pada Bagian Tersebut. Tujuan Penelitian Ini Adalah Membantu Pihak PMI Mengatasi Masalah Kurangnya Minat Pendonor Untuk Kembali Berdonor Sesuai Jangka Waktu Donor Yang Disarankan. Pada Penelitian Ini, Metode Kano Dan Servqual Digunakan Sebagai Alat Untuk Melakukan Analisa Kualitas Layanan Secara Manual Serta Sebagai Bahan Untuk Pembuatan Sistem Analisa Otomatis Yang Berbasis Web. Metode Kano Menilai Tingkat Kepentingan Suatu Layanan Berdasarkan 6 Kategori Atribut Layanan, Atribut Tersebut Adalah Attractive, Onedimentional, Mustbe, Indifferent, Reverse Dan Questionable . Sedangkan Servqual Menilai Kualitas Layanan Dengan Memandang “Gap” Dan “Q” Suatu Layanan Serta Mengkategorikan Layanan Kedalam Suatu Dimensi Yang Memiliki 5 Macam Pengelompokan Layanan, Yaitu Tangibles, Reliability, Responsiveness, Assurance Dan Empathy . Berdasarkan Hasil Analisa, Didapatkan 76% Pendonor Tidak Masalah Dengan Kualitas Layanan Tersebut Dan Sisanya Sebanyak 34% Pendonor Menginginkan Peningkatan Atas Layanan Tersebut. Kemudian Berdasarkan Hasil Uji Sistem, Didapatkan 0% Error Function Dan PMI Serta Pendonor Telah Menerima Sistem Tersebut.
English Abstract
In The Organization Like Goverment Instance Or Another Organization (Private), The Quality Of Service Is A Main Attribute Of Individual/Group Satifaction Who Have Direct Interaction With The Service. This Research Aims To Analize The Quality Of Services In The Donor Window At The PMI Malang To Know The Status Of Quality And Importance Level Of Every Services In That Section. The Purpose Of This Research Is Helping PMI Malang To Handle And Solve The Lack Of Interest In Donor Volunteers Issues To Return To PMI Malang In Time. Kano And Servqual Methods Were Using To Analize Quality Of Service Manually And As The Material For The Manufacture Of Automated Analysis System Based On Web. Kano Method Judge The Importance Of A Service Based On 6 Categories Of Service Attributes, Which Are Attractive, Onedimentional, Mustbe, Indifferent, Reverse, And Questionable. While Servqual Judge The Quality Of Services Based On “Gap” And “Q” Value Then Categorize Services Into 5 Different Dimentions, Which Are Tangibles, Reliability, Responsiveness, Assurance, And Empathy. Based On The Analize Result, 76% Donor Volunteers Had No Issues With The Quality Of Services, And The Remaining 34% Donor Valunteers Seeking To Improve The Quality Of Services. Based On System Test, It Has 0% Error Function And Accepted By PMI As Well As Donor Volunteers
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FTIIK/2014/4/051400280 |
| Subjects: | 000 Computer science, information and general works > 005 Computer programming, programs, data |
| Divisions: | Fakultas Ilmu Komputer > Teknik Informatika |
| Depositing User: | Budi Wahyono Wahyono |
| Date Deposited: | 23 Jan 2014 13:28 |
| Last Modified: | 23 Oct 2021 08:42 |
| URI: | http://repository.ub.ac.id/id/eprint/145692 |
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